Windows Vista set to overwhelm helpdesks

Enhanced features will lead to end-user confusion.

The Windows Vista features that will most benefit end users are likely to cause a flood of calls to enterprise IT help desks, it was claimed today.

SupportSoft predicted that one of the main areas in which end-users are likely to experience problems will be dealing with Vista's security features.

End users could experience problems such as blocked access to custom applications owing to enhanced security features in Windows Vista, which are intended to ward off security threats.

The revamped user interface in Vista is also likely to cause problems as users experience confusion with navigation and finding files.

Additionally, even if an end user's PC is 'Windows Vista Compatible', loading the new OS could lead to a degradation in system performance owing to the platform's new and enhanced features, SupportSoft warned.

"Most large companies will wait to deploy Windows Vista across the enterprise, but that does not mean that the help desk should not anticipate calls from end users about Windows Vista long before planned deployment," said John Ragsdale, vice president of research at the Service and Support Professionals Association.

"Enterprises that do not have lock-down environments will inevitably have end users who will self-install Windows Vista and experience issues, resulting in help desk calls."

Cadir Lee, chief technology officer at SupportSoft, added: "Windows Vista is one of the largest and most comprehensive software releases ever distributed.

"While Microsoft is introducing significant new improvements, any major change like this causes an increase in help desk issues.

"The enhanced security and management capabilities of Windows Vista make sense for enterprise-wide deployment, but large corporations must make sure that their help desk is fully prepared prior to a company-wide deployment."

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